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Customer Service and Operations Manager

2 months ago

Santa Rosa, California, United States SMC Corporation Full time

About SMC Corporation:

SMC Corporation is a leader in contract manufacturing, dedicated to delivering excellence in the medical device, diagnostics, and drug delivery sectors. Our commitment to our workforce and clients drives our global success.

Position Overview:

As the Customer Service and Operations Manager, you will oversee the Customer Service and Scheduling teams, ensuring top-notch service delivery to our clients. Your role will involve:

  • Providing daily guidance and support to team members to enhance customer interactions.
  • Evaluating and refining operational processes to boost efficiency and service quality.
  • Ensuring that staff are well-trained and equipped to meet customer needs.
  • Proactively addressing customer inquiries regarding product availability and order processing.
  • Allocating resources effectively to meet organizational and customer expectations.
  • Resolving escalated customer issues and managing critical accounts.
  • Coordinating the Sales and Inventory Operations Planning (S&IOP) process.
  • Monitoring production plans and addressing any discrepancies.
  • Analyzing customer forecasts and conducting capacity assessments.
  • Participating in planning meetings to represent customer interests.

Key Responsibilities:

  • Maintaining high levels of customer satisfaction through effective problem-solving.
  • Identifying trends in customer service and scheduling to implement system improvements.
  • Enhancing service quality by redesigning processes and establishing performance metrics.
  • Engaging with customers to understand their requirements and operational environments.
  • Recruiting, training, and mentoring team members to achieve service objectives.
  • Contributing to strategic planning with insights from customer service data.
  • Conducting variance analysis and initiating corrective measures.
  • Assisting with quality assurance related to customer complaints and returns.
  • Participating in inventory management to assess shortages and surpluses.

Qualifications:

  • Bachelor's Degree in Business or a related field with a minimum of 5 years in manufacturing management.
  • Proven leadership skills with at least 3 years in a managerial role.
  • Strong negotiation and project management capabilities.
  • Detail-oriented with excellent problem-solving skills.
  • Exceptional communication skills, both verbal and written.
  • Experience with ERP systems and advanced proficiency in MS Excel.
  • Sales experience is advantageous for managing external relationships.
  • Ability to produce comprehensive reports and forecasts.

Work Environment:

This position requires occasional physical activity, including lifting items up to 30 lbs. and may involve travel. We prioritize a fair and equitable hiring process, offering competitive salaries based on experience and qualifications.

Salary Range: $105,000 - $125,000